This is a fully remote position, open to applicants in Estonia.

• Assist customers in utilizing Twilio’s Console platform and aid in managing Twilio products, services, and accounts.

• Serve as a subject matter expert and represent Twilio to customers and partners.

• Resolve customer issues and relay feedback to Product and Engineering teams.

• Work flexible shifts, including weekends, based on team and customer requirements.

• Collaborate with developers, architects, and support teams to tackle complex challenges.

• Work alongside teammates and Product and Engineering teams through Slack.

• Submit JIRAs to document reproducible bugs.

• Review and contribute to both internal knowledge bases and external technical resources.

• Identify customer trends and report them to enhance support processes.

• Direct critical issues to the relevant internal teams and assist in prioritizing resolutions.

• 1-3 years of experience in communicating intricate technical issues to both technical and non-technical audiences via phone or email.

• Capability to address customer inquiries in a friendly, diplomatic, and empathetic manner.

• Experience and enthusiasm for working collaboratively with Engineering, Product Management, Sales, and partner organizations.

• Background in troubleshooting and resolving QoS (Quality of Service) issues, including third-party escalations.

• Strong time management skills and the ability to perform well under pressure.

• Competence in developing efficient workflows while adhering to standard processes and procedures.

• Exceptional written and verbal communication skills.

• Ability to prioritize tasks and assess situational urgency.

• Willingness to work weekends and holidays as necessary in a 24x7 support environment.

• Prior experience in telecom is preferred but not mandatory.

• Competitive pay.

• Generous time-off.

• Ample parental and wellness leave.

• Healthcare.

• Retirement savings program.

• Volunteering and donation support.

Technical Support Engineer

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